SOW catalog item/task variables are displaying differently than in classic UI

BurtCrepeault-E · ‎12-10-2024

Hi all,

We have quite a few catalog items and flows to handle them, some UI policies and client scripts to control what is displayed on the classic forms, where agents do their work.

I'm looking into SOW for our service desk, and I've noticed that in SOW (Washington DC version), catalog item and task variables don't seem to obey the same rules about what is visible or not. For example, I have a catalog item that will display certain fields depending on a few user selections, but in the SOW, all fields are visible in the requested item. Furthermore, some fields should be visible on tasks (based on client scripts and selection in Flow), but none show up under SOW.

Am I missing something, or is SOW just not that well suited for catalog requests, items and tasks just yet?

BurtCrepeault-E · ‎12-11-2024

Ok, i just figured it out, and it was not something I was missing but this here line that made the client script crash:

g_sc_form.setReadOnly('company', false);

Wrapping this in a try-catch block solved the issue.

 try {
  g_sc_form.setReadOnly('company', false); 
 }
 catch(e) { }

I just wish there weren't so many ways to reference fields on catalog/classic/workspace forms.

Speaking of which, what's your universal formula for writing scripts that work everywhere?

View solution in original post

Mark Manders · ‎12-10-2024

Check the logic on how you are hiding things. Does it apply to certain views?

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

BurtCrepeault-E · ‎12-11-2024

Hi Mark,

I'm not aware that any such parameter is available on catalog client scripts, for example:

I think the workspaces use the same UI type as portals, and I made sure that UI Type value for all my catalog client scripts is set to All.

As for catalog UI Policies, none apply to requested items or tasks, just catalog items on the portal, so they shouldn't have any effet on the workspaces. Or would they?

Mark Manders · ‎12-11-2024

I know that there are differences between the legacy ui and the workspaces related to how client scripts/ui policies act, so I assume this is also the case with catalog ui policies/client scripts. I don't know if 'apply to' works for workspaces. It can very well be that you need to apply the logic separately.

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

BurtCrepeault-E · ‎12-11-2024

Thanks Mark. I just need to figure out where.